bugaboo.com

A month of back and fourth with customer service

My bugaboo dragonfly was faulty and unsafe to keep a baby in. The wheels were unusable outside as they would get blocked so easily.I started my claim 5th November and I am still without a working pram for my baby, I have had to purchase a carrier as his one no longer took his weight and I can’t carry him for more than 20 mins before I have to stop. Our life has been completely disrupted especially in the bad weather so many plans have been cancelled. I have been in contact with a mamas and papas customer service representative who is great but they reply typically 1-2 times a week meaning this has dragged out far longer than it should have, and I understand they have to go through bugaboo to me.When I called bugaboo today they had told me mamas and papas had already contacted them and would reply hopefully by the end of the day as I have been told I can swap my pram.I have had to accept this because at the moment I am desperate. I was offered the fox cub which I know nothing about and when I said I’ll view it in store first they said it’s not yet in mamas and papas. I requested the fox 5 as many friends have it and it was what I originally wanted but was convinced by the sales person to get the dragonfly (I guess because it was new)Long story short - I have been without a pram for a month. I have been offered a pram that I’m not 100% on but I’m desperate. Added - I am not at all happy with the bugaboo fox cub I have contacted customer service regarding this and I expect I’ll be waiting up to another month before if I’m lucky to get a pram I’m happy with.

Date of experience: Dec 02, 2024